Mission Statement
The purpose of this policy is to clearly lay out Sunrise Pro Websites’ support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with them. We look forward to providing quality support for all your hosting needs
Methods of Support
Tickets – This is our primary support system. Almost ALL issues will require the submission of a trouble ticket. This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems. Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system or by replying to the ticket email.
Phone – Phone support is not available.
Support Hours
Monday-Friday 9:00AM – 5:00PM US Eastern Time
You can of course submit tickets outside this time frame, but answers may not be received until business hours resume.
Escalation Procedures
Tickets are triaged when received based on the type of problem. Issues such as immediate outages are given the highest priority while requests that are less time sensitive are given lower priorities. We strive to respond to all tickets within 4 hours. Tickets that are not answered within this time period are automatically raised in priority. If your request is time sensitive, please mention that in the ticket and we will do our best to accommodate.
Billing/Sales Support
Billing and Sales tickets may have longer response times because immediate technical issues will take priority. Please see our Billing Policy for more information regarding Sunrise Pro Websites’ billing policies. Also, keep in mind that most billing-related issues can be resolved yourself by logging into http://support.bricksandclicks.marketing.
Customer Relationships
We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.
If you feel you have been treated unfairly or have any other complaints, you may contact us to reach a supervisor directly.
